Guest Experience Manager - Road 13

Over 40 years ago, we founded our family winery with an audacious dream – to redefine what’s possible for Canadian wine in the eyes of the world. With a deep commitment to the Okanagan region, and a relentless passion to produce wines that can stand alongside the best in the world, our wines are crafted with bold precision and an uncompromising respect for the diverse vineyards and micro-climates here.

Our culture is unapologetically fast paced, entrepreneurial, and results driven. Each team member is a storyteller and makes an impact on a family-owned business that is building a lasting legacy in the Canadian and International wine industry. Our people have relentless drive to always raise the bar, a genuine entrepreneurial spirit, a passion, and love for what we do, to all act like owners, and to constantly innovate. We act with a sense of urgency, do everything possible to always overdeliver for our customers, and treat each other with humility and authenticity.

We love what we do. We’re all in. It’s how we have accomplished great things. Like our amazing products and our brand, we want to tell you the exciting story of our winery, its growth, and our people. We’re on an amazing adventure and we want you to help write the next chapter with us. We are building a lasting legacy in the wine industry, and we’ve only just begun

The Winery

At Road13 we farm to protect the land. Taking care of the dirt means it’ll take care of our roots, producing the best fruit possible. This cycle lets us make honest wines. We’ll keep farming this way for generations to come. It’s the only way we know how.

The Guest Experience Manager is a hands-on hospitality leader who brings the Road 13 story to life through memorable, polished, and welcoming guest experiences. This role is accountable for leading the guest experience as a true owner-operator within a lean, entrepreneurial winery environment, balancing day-to-day service excellence with fiscal responsibility, commercial growth, team development, and overall property presentation. This is an exciting opportunity for an emerging or established leader who is ready to grow their career in winery hospitality, direct-to-consumer sales, and people leadership. You will lead the daily guest experience, coach and inspire a passionate team, drive wine sales and club growth, and work in close partnership with Brand, Fulfillment, Marketing, Winemaking, Engineering, and other key stakeholders to support the overall success of the winery.

What you'll do:

• Lead the day-to-day guest experience across tastings, tours, retail, reservations, and special moments that surprise and delight our guests
• Create a warm, confident, and sales-focused service culture where team members are empowered to act like owners and build lasting guest relationships
• Own key direct-to-consumer revenue drivers, including onsite visitation, retail sales, offsite events, outreach, wine club conversion, and repeat guest engagement
• Take overall fiscal responsibility for the guest experience business, including revenue delivery, labour planning, expense discipline, inventory awareness, and thoughtful decision-making that supports profitable growth
• Oversee wine club membership management, including member acquisition, retention, service recovery, communication, pick-up experiences, fulfillment coordination, and ongoing member care
• Collaborate closely with Brand, Fulfillment, Marketing, Winemaking, Engineering, and other stakeholders to align guest experiences, operational priorities, events, communications, and site readiness with winery goals
• Recruit, onboard, train, coach, and develop seasonal and year-round Wine Ambassadors and guest experience team members, driving ongoing education in service standards, sales, storytelling, wine knowledge, safety, and brand expectations
• Manage inventory control and depletion of wine, packaging materials, collateral, and retail items in partnership with winery and operations teams
• Use guest feedback, sales results, club performance, and service observations to identify opportunities and continuously elevate the guest journey
• Own the overall presentation, cleanliness, readiness, and care of guest-facing spaces, back-of-house areas, and the broader building environment, ensuring standards of professionalism, safety, cleanliness, and brand alignment are consistently maintained

What you have:

• 2-3 Years of experience in hospitality, retail, winery, tourism, restaurant, or luxury guest-facing environments; leadership experience is an asset and may include supervisor, lead, assistant manager, or manager-level responsibility
• A passion for creating exceptional guest experiences and helping others deliver service that feels genuine, polished, and memorable
• Proven ability to coach, motivate, and support a team in a fast-paced, seasonal, or service-driven environment
• Sales confidence and curiosity, with an interest in growing wine sales, club memberships, and long-term guest relationships
• Strong communication skills, sound judgment, and the ability to balance warmth, professionalism, and operational follow-through
• Collaborative, creative storyteller and problem-solver with an entrepreneurial spirit, a strong owner’s mindset, and the ability to thrive in a flat structure where leaders are hands-on, commercially aware, and accountable for results
• Wine knowledge, WSET, Serving It Right, or hospitality education is considered an asset; curiosity and willingness to learn are essential

Why Join Us?

Mark Anthony is committed to hiring, engaging, and growing qualified, talented, and motivated team members at every level of our organization. We offer competitive compensation that recognizes individual and company performance. The typical hiring range for this position is $70,000 - $80,000 annually complemented by a bonus plan; the base pay is determined by market location and job-related knowledge, skills, experience, and education.

As part of our Total Rewards program, we are also proud to offer:

• Company-matched RRSP contributions
• Extended health and dental benefits, and mental health plans with 24/7 access to a primary care physician via Lumino Health
• Maternity & Adoption Leave Top Up and Paid Secondary Caregiver Leave
• Paid time off
• An extensive offering of world leading learning and development programs to empower your career development – in-person and digital offerings with internationally renowned resources like Franklin Covey and Lumina.

We are growing a lasting legacy in the beverage alcohol industry, with people first. Apply now!

Mark Anthony Group is an equal opportunity employer. We encourage applications from individuals of all backgrounds who are eligible to work in Canada. We thank all candidates for their interest in MAG and we will reach out to those candidates that are under consideration. If you are contacted for an interview and require accommodation during the recruitment process, please contact your recruiter.

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At Mark Anthony, we exist to Unearth the Extraordinary:

Our Purpose is not just a statement; it is a call to action that binds us together and ignites our passion for making a difference. It is the driving force behind why we do what we do every single day, connecting our global organization across all business units, roles, and locations. We are:

Best in Our Craft
We set the standard with a pursuit of excellence that can be found in everything from our products and processes to our plants and people.

Ambitiously Curious
We stay curious, dreaming big and navigating the unknown with an enduring belief in better.

Made With Humility
We bring humility, authenticity, fun, and support to every collaboration and celebrate wins as a team.

Daringly Disruptive
We disrupt the status quo, moving fast to seize opportunities and acting scrappy to stay ahead of industry giants.